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ADT Security Services Complaint - ADT has horrible customer service
ADT Security Services Complaint

ADT Security Services Complaint

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ADT has horrible customer service


On 8/13/2012 my husband and I purchased a home security system. At that time I informed the sales representative that the only way we could afford to purchase the alarm system was to charge the large installation fee on a credit card, but could pay the monthly fee with our debit account. The sales representative stated that this would not be a problem, and wrote on the contract that I signed that the installation fee (stated on contract at $815.00) was to be charged to the card (entire card number and expiration date are written out on contract), and smaller monthly payments of $45.99 were to be charged to debit card.

On August 27th 2012 we were notified that our debit account had been charged a $35 overdraft fee, when looking at our activity to see why, we discovered that all charges from ADT had been made directly to our debit account, completely draining our family of any cash and causing us to owe an overdraft fee and making us unable to pay our rent. That day I called and spoke with our sales rep, who redirected me to call the billing dept. He also stated that he wanted to know if our problem was not taken care of, because he would get his manager involved if it wasn't. I called the billing number and was told that they would refund the debit account $860.oo, and charge it to the credit card that we originally gave them within 24-48 hours. They also stated that if we faxed them a copy of our statement showing that they caused an overdraft fee that it would also be refunded to the bank account. My husband faxed the bank statement that day. The refund was never done. My husband on 9-10-12 called our sales rep back to notify him that the problem was NOT resolved, as ADT had promised. He was told that he could not help him. My husband then called the billing department again, spoke with a representative again, who again promised that our debit account would be refunded $860.00 within 24-48 hours. It is now 9-20-12 and our debit account is still missing $860.00 of cash that was never authorized to be withdrawn from that account. I have a contract that clearly shows which account the installation charges were initially supposed to be charged to. We still have not been able to pay our rent, because of the illegal withdrawal ADT made from our bank account. ADT has assured us on 2 separate occasions, speaking once with myself, and another time with my husband that the full installation amount would be credited back to the bank account, and the correct account would be charged within 24-48 hours, and now, 25 days later, it still has not been done. I made a complaint with the BBB today. By the way this was all through corperate ADT, no 3rd party resaler was used.


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